4K Box

Went to my local Xfinity Store (Mercer Mall, Lawrenceville) to swap my 4K box for a new one, as my existing box needed to be power cycled every day to get it working. At the store, I was told they did not have any more boxes like mine and was given a different style box, which I was told was a 4K box, just a different brand. After hooking up the new box, it is clear to me that it is an HD box, not a 4K box and the representative at the store deliberately misled me, even printing up a receipt designating it as a 4K box swap. Way to go Lawrenceville, idiots.

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user_a2499f

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4 Messages

4 days ago

Went to the Oxford Valley store today, who confirmed it was not a 4K box and kindly swapped it out for one.

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XfinityCliff

Official Employee

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289 Messages

Hello @user_a2499f , and thank you for taking the time to share your experience with us on our Xfinity Community forums.

We truly value your feedback, as it helps us improve both our products and the service we provide. I’m sorry to hear about the confusion and frustration you encountered during your visit to the Mercer Mall store, especially when you were expecting a like‑for‑like 4K box replacement and did not receive one.

We understand how important it is to have accurate information and the right equipment, and I regret that this was not your initial experience. It’s good to hear that the Oxford Valley team was able to confirm the issue and get you set up with the correct 4K box, but we recognize that this should have been handled correctly the first time.

Your feedback about the in-store interaction is important, and we will make sure it is shared with the appropriate teams so we can address it and help prevent similar situations in the future. We appreciate you bringing this to our attention and giving us the opportunity to improve.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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user_a2499f

4K Box

user_a2499f

XfinityCliff

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